Registration Now Open For University Of The Aftermarket Online Distance Learning Courses

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Registration Now Open For University Of The Aftermarket Online Distance Learning Courses

Counterman Staff
By Counterman Staff
Published:
Web-based format enables industry professionals to conveniently continue progress toward AAP, MAAP designations, according to the university.

 

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MIDLAND, Mich. – Registration is now open for the University of the Aftermarket’s lineup of 20 new online Distance Learning courses for the spring semester.

Each eight-week course is offered in a flexible, Web-based environment that enables busy aftermarket professionals to continue their progress toward an AAP (Automotive Aftermarket Professional) or MAAP (Master Automotive Aftermarket Professional) designation. Courses start either Jan. 13 or March 17. Registration closes Jan. 6, 2014. Each course is $600. Check the University of the Aftermarket’s course calendar (www.universityoftheaftermarket.com) for specific course dates.

These semester-long courses are led by Northwood University faculty and cover a wide range of business, management and leadership topics of interest to aftermarket professionals. Successful completion of the course awards 3.0 CEUs.

Although University of the Aftermarket students are not required to take exams, they must participate in the class. In order to receive CEU credit, participants must complete all readings and materially participate in all online discussions (log-in and participate in online discussions at least three or four times per week). Additionally, participants must complete all assignments. Grades are assessed as pass/non pass (“C” or better is considered a pass).

Courses now available for registration are:

ADV 1100—Principles of Advertising
AM 2560—Strategic Sales and Marketing
AM 2640—Dealership Variable Operations
AM 2650—Dealership Fixed Operations
AMM 4120—Current Issues in Global Aftermarket
ECN 2210—Principles of Microeconomics
ECN 2220—Principles of Macroeconomics
ENG 4010—Communication & Interpersonal Relations
ETR 3010—New Venture Finance
FIN 3010—Financial Management
MGT 2300—Principles of Management
MGT 3500—Operations Management
MGT 4030—International Management
MGT 4250—Organizational Behavior
MGT 4800—Strategic Planning
MIS 3300—Project Management
MKT 2010—Principles of Selling
MKT 2080—Principles of Marketing
MKT 3050—Consumer Behavior
MKT 3100—International Marketing

For detailed course descriptions and to register for a course, visit the “Course Calendar” page atwww.universityoftheaftermarket.com or call 1-800-551-2882.

 

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Customer Service: How It’s Done

Customer service should be your number one priority, and it all starts with the greeting.

Eric Garbe
By Eric Garbe
Eric Garbe is a graduate of Columbus State Community College with a degree in Automotive Maintenance Technology. He has extensive independent and dealership field experience as a technician and shop owner and is an ASE Certified Master Technician and former Adjunct Automotive Professor. He has been professionally writing automotive technical articles and documents for many years and in his free time enjoys restoring old cars and creating custom interiors and upholstery.
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This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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